Our Complaints Process
We want to give you the best possible service and we are doing all we can to deliver that. However, if at any stage you become unhappy with the service we are providing or you have any concerns about your bill, you should let us know immediately so that we can do our best to put things right.
We have a process in place for dealing with any complaints we receive. All complaints should firstly be sent for the attention of our Complaints Director.
By email at firstname.lastname@example.org or
By post to Burn & Company Solicitors, Ebor House, Millfield Lane, Nether Poppleton, York, YO26 6QY
We will acknowledge your complaint within 7 days and have 8 weeks to investigate and come back to you with our findings. You will not be charged for any work we do in trying to resolve your complaint. If we have been unable to resolve your complaint within that timescale, then you can have the complaint independently reviewed by the Legal Ombudsman.
The Legal Ombudsman can investigate complaints up to 6 years from the date of the problem, or within 3 years of when you found out about it. If you do wish to refer a complaint to the Ombudsman it should be done within 6 months of the date of our final response to you. The Legal Ombudsman is unlikely to deal with your complaint until our complaints process has been followed.
For further detail about the Legal Ombudsman and the process for making a complaint, contact the Legal Ombudsman directly in one of the following ways:
Visit the website at www.legalombudsman.org.uk
Call the helpline on 0300 555 0333 (8.30am-5.30pm)
Email email@example.com or
Write to Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.
Should you not wish to use the services of the Legal Ombudsman then alternative complaints bodies exist, such as Small Claims Mediation – www.small-claims-mediation.co.uk which is competent to deal with complaints about legal services that we have not been able to resolve to your satisfaction, should both you and our firm wish to use such a scheme. You must however inform us in writing first if you intend to use this mediation service.
Speak To A Specialist
Tell Us Who You Are And What's On Your Mind
"Considering the situation: the opposite party being slow/unprofessional; you have been patient, kind and maintained a professional attitude and kept me well informed at all times."
– Mrs M, York
"Thank you Claire and all your staff for all the care and attention I received."
– Miss G, Acaster Malbis
"I am happy to recommend Burn & Co for the quality of their work. The service was courteous and cheerful at all times, the advice helpful especially in areas I had not previously considered. The work and discussions were well presented and easy to follow. The quotations and final bill the same"
– M Roberts – Kirkbymoorside
"Extremely efficient and helpful plus warmth and understanding"
– Mrs O – Easingwold
"Both myself and my son have used Burn & Co since we came to York some 14 years ago. We both found them friendly and excellent in conducting our affairs. We would not hesitate to recommend this Practice who required a first class service"
– Mr C – York
"If you want a solicitor who combines an efficient professional service with a friendly personal and understanding approach, having dealt with them on more than one occasion, I can thoroughly recommend Burn & Co
– Mr C – York
"Very professional with speedy response"
– K.S P – Willoughby Nr Rugby
"Even though I no longer reside in the UK, Burn & Co still handle affairs for me as if I was one of the family. Keep up the great work"
– Mr S – Dubai
"In all the years I have required legal help I have found Burn & Co run their office with integrity and carry out their work in a conscientious and zealous manner. Their bearing and conduct are above reproach and I have no hesitation in recommending Burn & Co for any legal work"
– Mr J W – York
"In the years that we have been clients we have always been completely satisfied – we wouldn’t think of engaging anyone else now"
– Mr & Mrs H – York
"Burn & Co. still maintain the high level of service that was established with the formation of the Firm thirty years ago. Both Graeme and Mark ensure that clients are treated well and receive excellent advice and service"
– Mr & Mrs W – York
"I have used Burn & Company for various transactions over the last fifteen years and have always been very satisfied with the level of service received"
– Mr C – York
"Having dealt with Burn & Co for a number of years I have always found them a pleasure to talk to and an understanding group of people"
– Mr J – York
"I thought the way in which your receptionist Gill dealt with my request was very warm and friendly."
– Mr J, York
"Very helpful, no jargon, friendly."
– Mrs W, Haxby
"Friendly, informative and efficient.."
– Mr & Mrs A, York